How to Explain Why it is NOT Going Right Today!

Author: CCa2z

Date: 19th November 2009

What happens when it is not going right? Yes, you start to count your heads!

As long as you are in control of your variables and can understand the variances, you will go someway to explain what is happening.

Try reviewing the attached and get your team to complete it as a matter of course.

 

Forecast

Actual

Staff Shrinkage

 

 

Actual versus scheduled

100

85

Absences - Sickness

 

10

Absences - Holiday

 

3
Absences - Training / Other   2
Call Volume    
Actual versus forecast    
Calls - Day Total    
Calls - Intra-day time segments    
Calls - Unexplained random peaks    
Systems    
Has systems been on-line as expected?    
Has average handle time (AHT) increased?    
Non-Demand Activity    
Actual versus scheduled    
Has time been expanded on processing
non-demand work as planned?		    
Has non-demand work been reviewed in
light of staffing and call volumes		    
Work Modes    
Occupancy %    
Ready % (Talk + Available)    
Adherence to Schedule %    
Miscellaneous    
Can any activity be assigned to partner
outside agencies?		    
Review enhanced call volume by call
type		    
Has customer fulfilment been completed
as promised?		    
Has there been a service delivery failure
in any part of the process?		    

 


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